How to think customer-first

In today’s modern marketplace, few companies will succeed without putting the desires of their customers above all else. In a world that’s increasingly digital-led and multi-touchpoint, this means experience is everything. A frictionless interface is essential, easy onboarding is critical and joined-up systems and processes are vital. All of these are hard for any company

What happens when a bank becomes its own challenger?

There’s been a lot of talk about new fintech companies coming along to disrupt the financial services industry, and to some extent this is happening. Traditional banks have been rightly fearful of losing custom to new ‘challenger banks’ built on digital-first, mobile-first principles. However, the flood of fintechs hitting the market has also opened up